This release update provides an overview of the new features and improvements added to the Live Chat, Ticketing & Messaging and AI & Automation solutions.
Skill-Based Agent Transfer
You can now transfer chats using the Skill filter in addition to Department. This makes it easier to route conversations to the most suitable agent based on specific expertise or qualifications.
Auto logout and Auto away in Web Agent Console
To ensure accurate agent status and session management, the Web Agent Console now supports Auto Logout and Auto Away. These settings will automatically update your status based on inactivity, helping maintain accurate availability tracking.
Customizable Information Display in Ticket View
Agents can now hide non-essential information from the ticket list and message area to reduce clutter and stay focused on relevant details. These customization options help tailor the workspace to individual preferences.
One-Click Download Email Message
You can now open an email message in a new window and download the entire message with attachments in a single click.
Categories for AI Agent Topics
AI Agent Topics can now be organized using Categories, allowing you to better manage and classify topics by scenario, department, or purpose for improved discoverability and organization.
Test for Function and Webhook
When configuring a Function or Webhook for AI Agent, you can now run tests during setup to validate the logic and ensure everything works as expected before setting it live.
To learn how to use Webhooks in AI Agent workflow actions, see this article.
To learn how to use AI Agent Functions, see this article.
Updated Metrics in AI Agent Answers Report
The AI Agent Answers Report is revamped to provide more actionable insights. The previous metrics, High Confidence Answers, Possible Answers, and Generative Answers, have been replaced with: Answered Queries, Unanswered Queries, Percentage of Unanswered Queries, and Percentage of Answered Queries. These updated metrics help your team better understand AI effectiveness in resolving customer queries.
To learn how to use AI Agent Reports, see this article.
AI Copilot Suggestion Volume Report
The Suggestion Volume report tracks how often AI Copilot provides and how frequently agents use auto-suggested answers during chats.
AI Copilot Top Suggestions Report
The Top Suggestions report highlights the most frequently suggested Knowledge content by AI Copilot and how often agents use those suggestions during chats.
To learn more information about the AI Copilot report, see this article.
